GUEST SERVICE ASSOCIATE - HOUSEKEEPING

CONSTITUENTS

§ Guests

§ Employees

§ Owners

INDICATORS OF SUCCESS

§ Achievement of customer satisfaction and loyalty goals

§ Cleanliness of rooms

§ Number and type of rooms cleaned each day

AREAS OF RESPONSIBILITY

Creates guest satisfaction and exceeds expectations by providing the service brand behavior and genuine hospitality.

§ Per brand standards, cleans assigned guest rooms or suites which includes making beds, vacuuming, dusting, arranging room furniture if required, and cleaning bathroom

§ Empty all trash containers and replace with fresh liners

§ Restock useable items in guest rooms or suites, i.e., soap, towels, paper items

§ Ensure removal and appropriate disposition of guest room trays, dinner, glass and silverware

§ Clean and vacuum exterior entry and hallways

§ Keep linen closets and supply areas clean and organized

§ Ensure guest laundry and dry-cleaning orders are attended to promptly

§ Notifies supervisor promptly of any special guestroom or suite issues including reporting of any maintenance needs

§ Promptly handles guest complaints or requests and refers to supervisor if unable to handle

§ Ensures that all rooms or suites are secured upon leaving the guest room or suite

Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

§ Gives personal attention, takes personal responsibility and uses teamwork when providing guest service and experience

§ Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

§ Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis

§ Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction

§ Performs other duties required to provide the service brand behavior and genuine hospitality

Adheres to Hotel policies and procedures

§ Attends work on time as scheduled

§ Follows hotel grooming and dress standards

§ Follows safety and security rules and procedures

§ Knows and follows safety procedures concerning blood-borne pathogens

§ Keeps immediate Supervisor promptly and fully informed of all problems or unusual matters of significance

§ Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position

§ Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment

§ At all times projects a favourable image of the Hotel to the public

REQUIREMENTS

§ Ideal candidate will have a minimum of one-year hospitality experience in housekeeping

§ Strong verbal and interpersonal skills

§ Works well independently or as part of a team

§ Strong attention to detail

§ Commitment to exceptional guest service

§ A positive attitude

§ Adhere to the policies and procedures of the hotel